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Frequently Asked Questions
8 Most Frequently Asked Questions
The name Hibboux comes from the plural of the French word for “owl”: “hiboux”. Our mission at Hibboux is not only to create healthy sleep environments, but also to educate people about existing research, certificates and technologies around the industry; so that they are better informed, or wiser one might say, when selecting their sleeping products. That’s why we feel like the owl, fellow night-lover known for representing wisdom, is a perfect symbol for our brand name and logo.
Our brand name is pronounced “iboo.”
We only sell online in Turkey. We do this to be able to reflect all the advantages achieved by online sales directly to our customer; in terms of pricing, delivery, return policy and trial periods.
Become a member by clicking “Login” on the upper righthand side of our web page and following the instructions from there. If shopping, you can also simply use all the information you provided upon completing your order to create an account. Or, if you want, just click on this link here and set up an account up right away!
Reach our customer service via our website’s live chat or contact page.
If for any reason you wish to return your mattress within 100 nights of purchasing it, all you have to do is notify us. We will pick it up just as we delivered it to you. You will receive your money back in full within 3 business days of the returned goods reaching our warehouse.
If for any reason you wish to return any home textile products within 30 nights of purchasing them, all you have to do is notify us. We will pick them up just as we delivered them to you. You will receive your money back in full within 3 business days of the returned goods reaching our warehouse.
Returned mattresses will never be resold to another client; they don’t even go back to the same warehouse. Our brand prides itself on its emphasis on mattress hygiene at every phase from their manufacturing to the packaging itself. That is why you can rest assured that our customers only receive brand new mattresses coming straight out of production. And, in line with our sustainability efforts and eco-friendly approach, returned mattresses are sent back to our production facilities to undergo adequate recycling processes. Thankfully our return rate is so low this only happens periodically.
İstanbul'a özel yatak siparişlerinizde Cuma günü hariç haftaiçi 16:00’ya kadar verdiğiniz siparişinizi 24 saat içinde sevk ediyoruz. 16:00’ dan sonra verdiğiniz siparişler için 24 saat içinde sizinle iletişime geçiyoruz. Cuma, Cumartesi ve Pazar günü verdiğiniz siparişleri Pazartesi günü teslim ediyoruz. Resmi tatil, ve bayramlarda teslimat tarihleri değişkenlik gösterebilir. Cumartesi, Pazar günü siparş verirseniz “Pazar teslim” butonunu tıklamanız halinde teslimat bir sonraki hafta Pazar gerçekleşir.
Orders
Just add the items you want to purchase to your cart on www.hibboux.com and then choose your preferred payment form, whether credit card or bank transfer. If you prefer, you can also pass an order via our live chat. Orders made via live chat can only be paid by bank transfer; your order will be shipped as soon as your transfer is received.
You can obtain information on the status of your mattress order by contacting destek@hibboux.com.
For home textile orders you can simply search the cargo tracking number sent to you via email on www.ups.com ‘s national shipments tracking tab.
If you are a registered member and the invoice for your order was not yet issued, then you can simply login to cancel your order. If you are not a member or your invoice has already been issued, you can request your order to be cancelled by sending an email to destek@hibboux.com.
Become a member by clicking “Login” on the upper righthand side of our web page and following the instructions from there. If shopping, you can also simply use all the information you provided upon completing your order to create an account. Or, if you want, just click on this link here and set up an account up right away!
After having added the products you wish to purchase to your cart, you can simply enter your code in the corresponding field at the top left-hand side of your “My cart” page. Then just click on “Apply” and you’ll see your discount applied to your cart total.
You can reach our customer service via our website’s live chat or contact page.
Unfortunately, orders cannot currently be placed by phone.
Unfortunately, our site is not yet open to international shipping.
Unfortunately, gift wrapping is not yet part of our service offer.
Delivery
For orders under 200 TL the shipping fee is 8,99 TL. For orders of 200 TL or more, shipping is free.
We send our home textile products with UPS.
Mattress orders are sent with either Voida Lojistik or Horoz Lojistik depending on delivery location. Voida Lojistik operates in the following regions: Istanbul, Bursa, Edirne, Tekirdağ, Kırklareli, Bolu, Düzce, Adapazarı, Kocaeli, Yalova and Zonguldak. All other regions are delivered to by Horoz Lojistik.
Home textile orders are delivered to you within 3 business days.
Mattresses are handed to the shipping company within 2 business days of your order being processed. Once handed to the shipping company your order will be delivered to you within 5 business days. Delivery times may vary as a result of force majeure.
For home textile orders, unfortunately no notification is given prior to delivery. We are informed if a delivery fails to be made and in turn notify you that a second attempt will be made to deliver your order. For mattress deliveries, the shipping company will call the number you provide with your order to notify you on the day of delivery.
For home textile orders, this option is unfortunately not available.
For mattress orders, later delivery dates can be requested. For example, you may request to have your mattress(es) delivered 2 weeks later on a Tuesday. To select a different delivery date, please contact our customer service.
For home textile orders, this option is unfortunately not available.
Mattress orders can be delivered on Saturday. In order to request this, please contact our customer service.
This service is only offered by the Voida Lojistik shipping company that operates in the following regions: Istanbul, Bursa, Edirne, Tekirdağ, Kırklareli, Bolu, Düzce, Adapazarı, Kocaeli, Yalova and Zonguldak. If you would like to return your old mattress, please notify our customer service beforehand.
For deliveries to Istanbul, all mattress and home textile products ordered at the same time will be delivered together. For other regions all home textile products ordered at the same time will be delivered together and the same applies to all mattresses ordered together.
You may request to pick up your order from our warehouse by notifying our customer service one business day in advance.
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Trial Periods and Returns
One of the principle advantages of our home textiles trial period is that you get the opportunity to wash them. We actually insist you wash, iron and use our products to confirm their quality for yourselves. If you do not like the colour or are not entirely satisfied with a product, you can return it within 30 days of purchase by notifying our customer service.
We don’t feel like 10 minutes in a store is enough time to determine if a mattress is the right fit for you. We want you to have the opportunity to try your mattress within your habitual sleep environment over numerous nights. Not only is it hard to judge a mattress’s performance from a single night, but more so as your own sleep pattern varies from night to night. This is why we offer you 100-night trial periods to test your mattress in the comfort of your own home. If you are not entirely satisfied you can return it by notifying our customer service.
One of the primary things you should pay attention to is the fabric of the mattress; just as you should with the fabric of the bed linens you use to complete your sleep environment. For example, the technologies/fabrics used in the production of our mattresses aim to minimise sweating. Whereas you’ll find that many products in the market use polyester filling or fabric with much lower performances.
We don’t think 1 or 2 weeks is enough time to realistically understand if a mattress is right for you or not. We recommend you try a mattress for a minimum of 60 days before deciding.
Unfortunately, this is not part of our setup; because we truly believe you should try the mattress in your habitual sleeping environment.
The mattress can be used as soon as it is unrolled, but we recommend you start using it 48 hours after opening and unrolling.
We recommend you try the Hibboux mattress you purchased for at least 60 nights.
Just contact our customer service.
Contact and share photos of any default/defect to our customer service. Return procedure will be engaged if the defects in question are covered by the warranty and occur within the period of validity.
Unfortunately, this is something that may occur to any packaged product. For home textiles you detect a packaging odour on, we recommend unfolding and laying them out to air. For mattresses, we recommend airing them uncovered (without sheets) for 2-3 days.
Return shipment costs are entirely covered by us.
You will receive your payment back within 3 business days of the returned goods reaching our warehouse.
Payment
You can pay by credit or bank card (activated for internet shopping) or by bank transfer.
Just contact the bank that issued the card in question, and request for it to be activated for internet shopping.
There are payment options for up to 12 installments on all our products. Please see the table below for our interest-free installment plan. Note that installment options are not available for Miles&Smiles and Fix cards.
Refund procedures are engaged via the intermediary firm PayU once returned goods reach our warehouse. PayU will transfer your money back to your account within 3 business days.
If you purchased your order in installments, your refund will also be paid back in installments.
The rate is 18% for mattresses and 8% for home textiles. VAT rates may be subject to periodic variations.